Fri.Oct 18, 2019

2 Systems That Are Essential For Successful CX

Beyond Philosophy

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them.

How to Execute a 90-Day Plan to Improve Customer Experience in a B2B2C Retail Organization

Customer Bliss

In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. Bel Brands is the world’s third-largest branded cheese company, and the leader in sing-serving cheese portions.

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Guest Blog: How to Turn Customer Service Mistakes Into Happiness


This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy.

The Trifecta of Service Excellence and the Agent’s Reality

NICE inContact

At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

5 Ways Intelligent Automation optimizes customer AND agent experience


You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary.

More Trending

Seeing Your Customers in a New Light

Wired and Dangerous

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity.

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released.

How FSM Software Can Help Boost Your Company’s Growth


The Right Field Service Management Solution Yields Long-term, Recurring ROI. According to an ROI study we conducted here at Astea, service leaders who aren’t investing in field service management ( FSM) software could be missing out on a revenue opportunity of $205,335 ?

What is the Secret of Airbnb?

Beyond Philosophy

What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How to Add ProProfs Live Chat to Wix Website

ProProfs Chat

“I want to add live chat to Wix website.” ” It’s becoming a common statement for business owners today. That’s because they wish to have the best support process on their website.

Success Strategies | October 2019

Daniel Group

Welcome to Success Strategies. What scares you about finding out what your customers really think? Negative reviews? What questions to ask, and how many? How to ask them? By phone? Email? Weblink? Let’s start with negative reviews.

The Inbenta Dictionary Builder


Inbenta comes equipped with a large and comprehensive Lexicon Dictionary with hundreds of thousands of semantic relationships that model every component of a language and the world that it describes.

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Understanding and Redirecting Off-topic Brand Mentions


When caught in the crosshairs of off-topic brand mentions, it’s important to know what’s happening and why. And having the ability to quickly assess whether your brand should be redirecting or embracing the activity – in real-time, is essential.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Data Activation is Underused Fuel for Marketers


Marketers are starting to wake up to the next data challenge to tackle: marketers today use less than 50% of their data in their marketing. Why does this matter? After all, given the volume and ever-changing status of useful data, isn’t utilizing half of it somewhat of an achievement? Think again.

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Churn Monster: Know-It-All Customer


Churn Monster #14: Know-It-All Customer. . Hi churn fighters! We have a new churn monster to introduce to you today – a Know-It-All customer.

AI Tips From BT, HSBC, Google, Deutsche Telecom and More

CSM Magazine

Ever wondered how you can use AI to improve engagement and satisfaction? Or maybe you’d love to gain more insights into your customers’ behavior?

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HIPAA Enforcement Initiatives Aim To Empower Patients In Accessing Health Records

Magellan Solutions

Twenty-three years after HIPAA’s enactment into law, the U.S Department of Health and Human Services’ Office for Civil Rights (HSS-OCR) implements stricter enforcement of patients’ rights to access their information.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

‘Outrage capitalism’ and the unexpected benefits of not saying sorry to customers


Loyalty The benefits of not saying sorry to customers

CX Consulting 101 – How to Align Your Organization to Activate Change


Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you.

Seven proven ways to improve NPS


Voice of the Customer Seven proven ways to improve NPS

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What is IVR, and how much does it cost?

Call Experts

Before we explain the cost of IVR systems, we first have to answer “what is IVR?”. . An AI-powered system that interacts with callers can gather information, and report the information to designated locations via email, SMS, or secure portal login.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Seven lessons from RICOH Canada's journey to customer-centricity


Loyalty Lessons from RICOH Canada's CX journey

Which customer satisfaction metric is best? CSAT, NPS, or CES?


When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Net Promoter Score (NPS) vs Customer Satisfaction Score (CSAT) vs Customer Effort Score (CES). So, which is best for you? While NPS, CSAT, and CES all garner feedback about how a customer feels about your company, products, and services, there are nuances that make one better than the other depending on your use case and business goals.

The History and Future of Cloud Computing, and What It Means for CX

Smarter CX

The beginning: 1960s and 1970s. Some would say that the history of cloud computing began with Remote Job Entry (RJE) in the 1960s, while others point to terminal computing in the 1970s as the beginning of cloud computing.

5 Tips on How to Improve Customer Experience


The interest in Customer Experience (CX) is only growing day by day, with many companies seeing the opportunity to delight their customers and drive their business forward. However, almost every part of a business impacts the customer experience – from product to marketing to sales to service – which makes it a complicated area to plan for and see improvements.

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5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Does Unicorn-Level Funding Signal The New Era Of CMS Has Arrived?

Forrester's Customer Insights

Recently, the CMS market has been swimming in funding rounds and PE buyouts, with many, many zeroes behind each announcement. Below is a recap of some of the most recent events, working backwards, since the beginning of 2018.

Much to gain for SAP with Bob Stutz Joining their CRM Team

Forrester's Customer Insights

Bob Stutz and CRM have always been synonymous. Stutz started his CRM career at Siebel, in 1998, in the early days of IT-driven, on-premise CRM. Siebel was a powerhouse in its time, peaking at 45% market share in 2002. Stutz’s tenure ended after it was acquired by Oracle (2005), and he moved to SAP to […]. age of the customer customer relationship management (CRM) CRM; CX